COMPLAINTS HANDLING PROCEDURE

Our Complaints Policy

We are committed to providing the highest quality legal service to all our clients, however if at any point you become unhappy or concerned about the service provided to you we need you to tell us about it so that we can resolve matters for you as soon as possible. This will help us to improve our standards for you and other clients, both now and in the future.

Our Complaints Procedure

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If the problem is not resolved or you would rather raise the issue with someone else, you have the right to complain to our senior principal, Kevin McCole.

What Will Happen Next?

  1. We will acknowledge receipt of your complaint in writing within 7 days of receiving it, which allows for any postal delays.
  2. We will then investigate your complaint. This will normally involve Mr McCole liaising with the fee earner acting for you and reviewing your file if necessary.
  3. Subsequently, if necessary, we may seek further information from you.
  4. In any case we will aim to send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 28 days of sending you the written acknowledgement of your complaint referred to in paragraph 1 above. However, if the complaint is of a complex nature, we may require more time in which instance we will let you know when you will receive a full response.
  5. At this stage, if you are still not satisfied, you should contact us again and we will arrange for our Mr Stephenson to review the situation.
  6. He will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  7. That would conclude the internal investigation of your complaint but, if you are still not satisfied, you can contact the Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk Further details are available from the Legal Ombudsman www.legalombudsman.org.uk
  8. If we have to change any of the timescales detailed in this procedure we will let you know and explain why.

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

You can raise your concerns with the Solicitors Regulation Authority. You can report a breach on the SRA website or by clicking on the SRA logo at the foot of our website.